Sense 2 counting too many floors

[alimil]

Twice now, my Sense 2 has counted too many floors. Last Friday it counted 117 floors and Yesterday 90. Both days should have been 20 - 25. Why is it doing this, & how can I make it stop? I bought this watch in April of this year. So, it is pretty new.

[Talahthas]

Welcome to the Fitbit community, @alimil!

As your Sense 2 uses a barometric pressure sensor to calculate floors climbed, there can be deviations caused by wind or weather changes.

[Guy_]

Hi @alimil - excessive floors of that magnitude are generally an indication of a watch fault, consider getting a refurbished replacement as it is under warranty, or if the watch is working fine otherwise ignore floors as they don't impact any other measurements and are only informative.

If it is still faulty after a factory reset there is nothing you can do to fix it. See other posts on the same topic.

[DakineGrrl]

While it's true that the floor count doesn't directly impact other stats, when it is off by as much as mine has been this week (242 floors yesterday!) it makes you question what else on my Sense 2 isn't working properly.

[alimil]

I agree, the last two nights it even added floors while I am sleeping. I have only had this watch 2 months. Very disapointing!

[DakineGrrl]

When I woke up this morning, my Sense 2 showed 7 flights climbed. That's pretty impressive that I could do that during my sleep! As of 10:30am today, apparently I've climbed 61 flights of stairs. Quite impressive, I must say 🙄

[alimil]

I evidently climbed 143 floors yesterday. Impressive while mostly sitting at my desk. Seems I am not the only one having this issue.

[DakineGrrl]

Going on a month now since I flagged this issue to "tech support". Each time I ask for a status, I'm told that they will escalate it to the next level of tech support, which would be great if they actually did that. I check on this issue about once a week and that's what I'm told each time. They're obviously not doing a **ahem** thing about it and yet somehow I still managed to walk up 250 flights of stairs today. Wow! 😡

[Guy_]

@DakineGrrl - unfortunately as mentioned earlier, if your watch is out of warranty there is nothing support can do for you and there is no reason they should inform you they are escalating it. Which means that due to staff shortages (Google making cutbacks) they haven't sent you the email with a small offer on a new one, it may still be more expensive than if you bought one in a shop, or online. 

If it is under warranty they would have arranged a refurbished replacement, which might have other issues and there is no need to wait, if you really want to go through that process.

[alimil]

I finally got support to replace. I am not super hopefull at this point that it will fix the issue. But at least I finally got some help. I have only owned the watch for 2 months.

[DakineGrrl]

@guy - my Sense 2 is, in fact, still under warranty, and it IS their responsibility to inform me if they're escalating my issue or whatever they decide to do about it. I did receive an email this morning saying that THIS IS A KNOWN ISSUE THAT THEY ARE WORKING ON. It's been at least a month since this began so I will be patient and have learned to basically ignore the floor count. But today's email was the first mention of it being a known issue and nothing on my end, which I knew wasn't the problem all along. All this type of thing does is make me wonder what else on my Sense 2 is off, and by how much.

[Guy_]

 @DakineGrrl - thanks, it is undoubtedly a known issue on your watch if you have firmware 194.86.

To verify this fully charge and sync the watch. Turn off your phone's Bluetooth and restart the watch. And note the floor count.

Place the watch face down with the straps out of the way do the lights don't flash for 4 to 8 hours then check the floor count.

If it has registered any floors at all it is definitely only a watch problem.

A factory reset may resolve it but unlikely (it's also not without risk but as it's under warranty it can still be replaced).

And if you live in the EEA or UK you will only be able to install Fitbit Clocks after the reset

Note the names of any clocks you installed first.

[DakineGrrl]

@Guy_ since this has finally been acknowledged as a known issue, I'm pretty sure that a firmware update might be in the works to help address it. In the meantime I'm going to just ignore the floor count and remove it from my clock face so that I don't even see it. When the firmware fix is released, hopefully it will address this and any other issues that others may be having with their Sense 2.

[Guy_]

@DakineGrrl - ignoring the excessive floor count seems like a good solution as it doesn't affect any other measurements and is just informative and avoids being without a watch during the replacement procedure.

For information without doing the test mentioned my watch correctly said 0 floors when I woke up this morning.

I and many others are running the same firmware without the same of floors problem you have.

With the winding down of Fitbit and reduction in staff, firmware updates are less and less likely (there haven't been any in ages) but if you do get one for your Sense 2 and it fixes the problem please post again.

[DakineGrrl]

@Guy_ 

"I and many others are running the same firmware without the same of floors problem you have"

And yet this community forum is full of individual issues from people that aren't shared by everyone. Just because a few people have an issue doesn't mean it's not a  potential systemic problem. Like I said, it has been identified as a "known issue" so I'll see what happens.

[SunsetRunner]

DO NOT CARRY OUT A FACTORY RESET OF YOUR DEVICE IF INSTRUCTED TO BY AN ADVOCATE UNLESS IT IS STILL COVERED BY THE WARRANTY.

[FitbitUser0714]

Mine does this too. I woke up with 27 floors the other day.

[Guy_]

Hi @FitbitUser0714 - did you follow the self test procedure mentioned earlier for 4 to 8 hours?

[alimil]

No, I was already in the process of returning it. Just got the replacement. Hopeflly this resolves the issue.

[Guy_]

@alimil - please let us know if the replacement resolves the floor count issue.